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You shoved a flag in the ground and declared "we don't just do support, we do customer success! ". Then you stared dauntingly across the LAER continuum and realized that you needed a mechanism or system to determine if your process and customer engagement redesign and innovation was working. In particular you needed a system to ensure that you had your finger on the pulse for both transactional customer engagements and real time customer health status. The inevitable question arose: "do we build or buy? ". There are great arguments for doing either. In the end it boils down to what you want to achieve, the associated cost and the organizational support for your vision. In this session "Do-It-Yourself Healthscore Model " you will hear the story of how a passionate group of customer success zealots at Mimecast ended up in the workshop building their own system and the effect it has had on their organization.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology Services Industry Association (TSIA) is dedicated to helping services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.